Servicing/Operations Manager

Category:

Admin/HR/Accounting/Finance

Employment Type:

Direct Hire

Reference:

BH-392452

About the Role:

We are seeking a highly experienced and detail-oriented Finance Servicing Manager
to join our client. This role is pivotal in supporting the full lifecycle of our automotive finance operations, with a focus on client care, delinquency management & asset recovery, legal coordination and vendor management. The ideal candidate will have a proven track record in servicing financial lenders and demonstrate exceptional precision, judgment, pro-activity and professionalism in a fast-paced, varied environment.
Key Responsibilities:

• Leadership & Team Management:
  Manage, mentor, and develop a team of servicing professionals, fostering a culture of accountability, collaboration, and continuous improvement. Set clear goals, monitor performance, and provide regular feedback. Champion professional development and ensure team alignment with organizational objectives.
• Data Analysis & Reporting:
  Collect, analyze, and interpret operational and portfolio data to identify trends, risks, and opportunities. Prepare comprehensive reports and dashboards for internal committees, executive leadership, and C-suite stakeholders. Present findings and recommendations in a clear, concise manner to support strategic decision-making. Portfolio health oversight, including monthly presentation of KPIs to credit committee.
• Delinquency Management:
  Lead and support portfolio delinquency minimization, including late-stage collection and insurance loss resolution. Ensure all collection activities are compliant with internal policies and regulatory standards. Maintaining delinquency (cost of risk) under control. Personally manage complex cases (i.e. negotiation and resolution with extraordinarily large or sensitive delinquent clients.
• Inspection & Appraisal Management:
  Oversee vehicle inspection and appraisal processes at the time of pledge and annually, ensuring compliance with lending requirements and maintaining asset quality.
• Wire Request Execution:
  Facilitate client wire requests by preparing and drafting required exhibits for client signatures, ensuring proper documentation and adherence to transaction protocols.
• Title Perfection & Insurance Review:
  Ensure all pledged vehicles have perfected titles and maintain adequate insurance coverage, monitoring for compliance and addressing deficiencies proactively. Ensuring client has perfected lien filings on vehicle titles (collateral risk). Oversight of insurance on collateral in portfolio of receivables.

• Asset recovery:
  Coordinate and negotiate complex vehicle recovery activities with range of internal and external stakeholders. Drive innovative solutions in vehicle repossession. Oversight and approval on client's Inventory disposal, including setting of sales prices of vehicles and review of recommended repair work
• Legal activities:
  Work closely with legal counsel as lead on escalation of non-performing loans, with attention to thoroughness and accuracy. Company representative in depositions and trials where client is plaintiff, strategically answering questions from opposing counsel. Review legal documentation and representative on subpoena requests, affidavits, motions for summary judgement, etc. Provide the management team updates on strategic collection efforts & provision of structuring recommendations on settlement agreements. Verification of sensitive client facing documentation for servicing activities. Review of company policies & procedures governing core operating frameworks.
• Client Care & Servicing:
  Serve as a point of escalation for complex or high-value client accounts. Deliver high-touch service with empathy, professionalism, and a solutions-oriented mindset. Oversee extraordinary client requests, including temporary international movement of assets and associated risk mitigation.
• Vendor Management:
  
  Perform regular quality review of outsourced business process vendor, with a focus on qualitative and quantitative client interaction KPIs, with provision of associated training. Ensure consistent alignment with vendor on core receivable portfolio health KPIs, including priority setting.
• Process Improvement & Compliance:
  
  Identify and implement opportunities to streamline operations activities and enhance service delivery. Maintain strict adherence to regulatory requirements and internal controls.

• 7+ years of experience in automotive finance operations, with a strong background in collections and servicing.
• Bachelor's degree in Finance, Accounting, Business Administration, or related field required; Master's degree preferred.
• Demonstrated experience working with financial lenders, including banks, credit unions, or captive finance companies.
• Deep understanding of legal documentation and regulatory compliance in the auto finance industry.
• Exceptional attention to detail, ensuring accuracy in all aspects of your work.
• Strong communication and interpersonal skills, with a client-first approach.
• Ability to manage multiple priorities and deadlines in a dynamic, cross-functional environment, whilst maintaining high level oversight.
• Proficiency in loan servicing platforms, CRM systems, and document management tools.
• Experience in championing data driven process enhancements

• Experience with repossession and asset recovery workflows.
• Familiarity with FDCPA, UCC, and other relevant regulations.
• Exposure to luxury sectors is a plus

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities